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We know how distressing a delayed or damaged bag can be and will do everything in our power to ensure it doesn’t spoil your trip. We return most missing bags to their owners within 72 hours.
Have you received a text message or email from us?
If we know your bag has missed its flight, we’ll send you an email or text message with a missing baggage report number which you can use to track the status of your missing bag.
If you have received one of these notifications, please check your contact details and tell us where to forward your bag:
If you are still at the airport – our hosts are on hand to help you
- You can report this through our baggage portal and give us your preferred delivery address. Our hosts will assist you with this.
If you have already left the airport
- you should use our baggage portal to give us your preferred delivery address
If you have any problems creating a report, please contact us.
Bags should be reported within 8 days of your flight, before you leave the airport it is essential that you complete a customs declaration and leave it with our team. Without this being fully completed we can't enter the bag into your destination country (not needed for UK&I domestic flights or internal South Africa flights)
If you are leaving the airport due to your flight not operating and we are unable to return bags to you in the airport, please use the baggage portal and we will send your baggage to you.
Bags should be reported within 8 days of your flight, before you leave the airport it is essential that you complete a customs declaration and leave it with our team. Without this being fully completed we can't enter the bag into your destination country (not needed for UK&I domestic flights or internal South Africa flights)
Including damaged baggage and damaged or missing contents.
- If you are still at the airport – please report your problem to a member of staff before you leave.
- If you have already left the airport – please contact us.
You must report damages and loss of contents within seven days of receiving your bag.
If you have already reported your delayed bag and have a delayed baggage report number, you can log into our baggage tracing system to:
- check the status of your delayed bag
- provide additional details to help us identify your bag
- update your contact details and forwarding address
In most cases, as soon as we find your bag we will return it to you for free to any address you choose. If you have travelled internationally, you may be required to complete a local customs declaration form before this can happen.
Check customs declaration rules
In a few countries, local laws prevent us from forwarding your bag and you will need to collect it from the airport, but we’ll tell you if this is the case.
If you have experienced a delayed bag or damage to your baggage or contents, you may be entitled to make a claim.